A review of normative literature, in the field of e-government, indicates that the transactional stage of e-government is one of the most important to the implementation of an e-government system as it represents the highest level of interaction within organisations and between customers and government organisations. Due to the importance of the transactional stage of the e-government system and its positive impact, not only in making the delivery of external services quicker, but also in increasing the efficiency of internal government processes, government organisations might seek to reach this stage. In fact, in the literature, there appears to be an absence of theoretical models for the technical and organisational challenges facing transactional e-government systems. Furthermore, there is a lack of studies focusing on identification of the importance, categorisation and presentation of strategies for overcoming technical and organisational challenges. Consequently, this dissertation attempts to fill the information gap based on empirical data derived from two case studies. This work proposes a novel model for the technical and organisational challenges facing transactional e-government systems. In moving from the conceptual to the empirical, the work is based on a qualitative case study approach to examine the proposed model for the technical and organisational challenges facing transactional e-government systems. In doing so, two case studies were conducted, presented and analysed. During the empirical research, additional technical and organisational challenge(s) facing transactional e-government systems emerged, which resulted in modifications being made to the previously presented conceptual model. However, this dissertation proposes the conceptual model, identifies the importance, categorisation, and presentation of the strategies for overcoming, technical and organisational challenges facing a transactional e-government system. This results in the development of a frame of reference that will lead to a model that can be used to enhance decision-making.

Bakgrund: Tjänstefiering i tillverkningsföretag är ett aktuellt ämne där företag övergår från att endast sälja varor till att erbjuda kombinationer av varor och tjänster. Denna förändring är inte helt enkel eftersom företaget måste förbättra attityden mot tjänster i företagskulturen samt upprätta lämplig infrastruktur för produktionen av tjänster. Genom att använda sig av extern tjänsteleverans där man samarbetar med en annan part är det möjligt att bli mer flexibel och dela riskerna. Syfte: Syftet med denna uppsats är att identifiera och kategorisera utmaningar med tjänsteproduktion för en serviceorganisation i ett tillverknings-företag. Vidare analyserar vi även hur användningen av externa tjänste-leverantörer påverkar dessa utmaningar. Genomförande: Genom att göra en fallstudie på ett tjänstefierat tillverkningsföretag i Sverige, och intervjua fyra chefer inom serviceorganisationen har vi haft möjlighet att utöka och fördjupa den nuvarande litteraturen som handlar om utmaningar med extern tjänsteleverans. Teori: Ett teoretiskt ramverk med utmaningar i de tre delarna av tjänste-produktion har skapats; tjänsteutveckling, intern organisatorisk design och leverans av tjänster. Slutsats: Att använda sig av externa partners vid leverans av tjänster medför flertalet utmaningar för en serviceorganisation i ett tillverkningsföretag. Vår studie visar även att extern leverans av tjänster påverkar vissa utmaningar med tjänsteutveckling såväl som med intern design av en organisation.

Europos Komisijos išorės tarnyba ir jos vaidmuo Europos Sąjungos diplomatinės tarnybos tinkle – Lietuvoje nauja, visiškai netyrinėta tema. Todėl šio darbo autorė siekia išanalizuoti Europos Komisijos išorės tarnybos delegacijų vaidmenį ir statusą Europos Sąjungos diplomatinės tarnybos tinkle, taip pat įžvelgti šio vaidmens ir statuso pokyčius. Siekiant minėto tikslo, šiame darbe iškeliami tokie svarbiausi uždaviniai:  Pristatyti Tinklinio valdymo viešajame sektoriuje perspektyvą, išskiriant tinklinį užsienio politikos valdymą;  Apibūdinti naujas Tinklinio valdymo perspektyvoje formuluojamas diplomatijos formas bei pritaikyti šią perspektyvą Europos Sąjungos diplomatinės tarnybos struktūros analizei;  Iškelti Europos diplomatijos formos trečiosiose šalyse vystymosi hipotezes;  Apibrėžti Europos Komisijos išorės tarnybos vietą Europos Sąjungos diplomatinės tarnybos tinkle, apibūdinant Išorės tarnybos struktūrą, plėtrą, institucionalizacijos procesą, naujausias administracines šios tarnybos reformas bei funkcijas;  Identifikuoti Europos Komisijos išorės tarnybos delegacijų statuso, veiklos pobūdžio, santykių su kitais tarptautinės arenos veikėjais bei vaidmens Europos Sąjungos diplomatinės tarnybos tinkle pokyčius;  Apibūdinti kaip praktiškai vyksta Europos Komisijos delegacijų ir valstybių narių diplomatinių tarnybų bendradarbiavimas trečiosiose šalyse. Svarbiausios šio darbo išvados pažymi, kad Europos Komisijos išorės tarnyba išvystė funkcinę, į vartotoją orientuotos... [toliau žr. visą tekstą] / External Service of the European Commission and it‘s role in network of EU diplomatic service is a new and not researched topic in Lithuania. Therefore the author of this paper seeks analyse the role and status of delegations of the External Service of the European Commission in network of European Union diplomatic service and also to detect mutation of their role and status. There were several main goals set for this purpose:  To introduce Networked approaches to public sector, putting stress on networked governance of foreign policy;  To define the new forms of diplomacy formulated in Networked approach and to apply this approach for the review of constitution of EU diplomatic service;  To hypothesize on development of European diplomacy form in third countries;  To determine the role of External Service of the European Commission in the network of EU diplomatic service defining the formation, development, process of institutionalization, latest administrative reforms and functions of the External Service.  To identify the mutation of status and brief of delegations of the European Commission in third countries, also to define changes in their relationships with the other actors of international arena and in their role in Network of EU diplomatic service.  Characterize the process of cooperation between delegations of the European Commission and embassies of member states of EU in third countries. Main conclusions of this paper say that the External Service of the... [to full text]

This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives.

The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.

Der Paradigmenwechsel zur Entwicklungsmethodik innerhalb verteilter Kommunikationssysteme schlägt sich auch in der Telematik zum Anwendungspotential und Systemkomplexität nieder. Dies liefert eine neue Auffasung dessen, was den transparenten Datenkanal ausmacht.

Der Paradigmenwechsel zur Entwicklungsmethodik innerhalb verteilter Kommunikationssysteme schlägt sich auch in der Telematik zum Anwendungspotential und Systemkomplexität nieder. Dies liefert eine neue Auffasung dessen, was den transparenten Datenkanal ausmacht.